Improve Customer Lifetime Value With Digital Service Offerings

Become a partner in your customers’ success with powerful tools to minimize downtime, predict consumable needs, and boost efficiency.

Creating Customer Value

Build customer lifetime value, exceed expectations, strengthen loyalty

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Customer expectations for service and support are continually rising, and global competition only compounds those challenges. PTC enables companies to improve customer lifetime value by helping them optimize their service offering, improve customer satisfaction, drive service revenue, and improve efficiency—all while reducing service costs. Maximize attach rate, win sales on consumables and spare parts, and earn repeat business by using real-time monitoring and predictive analytics to drive superior service. PTC customers achieve:
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Up to $16M

-  per hour in avoided end-user costs

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Up to 50%

-  faster issue response

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Up to 30%

-  less unplanned customer downtime

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Up to 92%

-  First-time fix rate

Ensure maximum uptime and output for increased customer lifetime value

Improving customer lifetime value isn’t one-dimensional; there are a number of factors that can enrich your customer relationships. At the end of the day, what makes a satisfied customer? Ensuring equipment runs to specification and intended capacity. 

If you’re able to make that happen for your customers, you’ll be able to reduce churn, increase renewals, and take a more active, prescriptive role in high-margin consumables sales. PTC helps companies improve customer satisfaction by:
enabling them to:

  • decrease the number and duration of incidents
  • accelerate the detection of the incidents that do occur
  • improve the ability to resolve incidents remotely
  • maximize the ability to fix it correctly the first time.

See how you can elevate your service capabilities and provide faster, more effective service to your customers.

Reduce Downtime

Field Service Productivity

Design Optimization

Upselling and Cross-Selling

Industrial Connectivity

Real-time data

Eliminate NTF Calls

PTC solutions reduce downtime and increase productivity PTC solutions reduce downtime and increase productivity

Reduce Downtime

Downtime is the enemy of profitability. Help your customers eliminate unplanned downtime and better manage scheduled downtime to maximize impact. 

Technician using AI while working on a vehicle Technician using AI while working on a vehicle

Field Service Productivity

Reduce customer churn by improving your technicians’ efficiency, enabling them to solve issues quickly, get equipment back up and running, minimize customer downtime, and improve first-time fix rate.

Engineers utalizing a simulation solution Engineers utalizing a simulation solution

Design Optimization

Use real-world conditions and simulation to make products more reliable and include new features that meet the demands of your customers.

Realize upselling opportunities by utilizing product usage data Realize upselling opportunities by utilizing product usage data

Upselling and Cross-Selling

Visibility into product usage data against intended capacity can help you propose valuable add-on services or prescribe products more suitable for customer needs.

Connectivity enables a wide range of capabilities Connectivity enables a wide range of capabilities

Industrial Connectivity

Real-time data visibility, remote condition monitoring, predictive maintenance—all these capabilities start with connectivity. By monitoring all equipment (including competitors), you can identify performance gaps impacting your end users’ success and profitability. 

Workers using real-time data for applicable insights Workers using real-time data for applicable insights

Real-time data

If you can’t see how your equipment is performing for your customer, you can’t know when a problem is going to occur. Collecting real-time data is vital in preventing downtime—and can also be used to help your customers boost efficiency.

Digital service offerings empower customers to fix problems on their own Digital service offerings empower customers to fix problems on their own

Eliminate NTF Calls

Empower customers with data and tools to directly resolve issues on their own, eliminating the need for costly no trouble found truck rolls.

How to improve customer lifetime value with PTC

Discover how PTC customers are using our solutions to create longer lasting, more valuable customer relationships.

Heidelberg

Heidelberg solves 70% of equipment problems remotely using PTC’s industrial IoT technology to monitor and diagnose customer printer problems.

Heidelberg Case Study

Flowserve

Flowserve saved their customer up to $16 million per hour in downtime costs by using PTC’s remote monitoring capabilities to catch and prevent critical issues before they occurred.

Discover Flowserve’s Success

Sysmex

Sysmex automates consumables replenishment by using PTC’s connectivity and remote monitoring solutions to understand usage patterns and predict customer resupply needs.

Sysmex Case Study

Support customer lifetime value with key technology and solutions

 
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Get Insights into CSAT

Discover the value of increasing operational performance by measuring customer satisfaction (CSAT).

ENABLE GREATER PERFORMANCE
Service Council™ Research Report
02

Connect With Confidence

Enable standardized industrial connectivity across your PLC-controlled systems and assets in the field with ThingWorx Kepware Server.

ThingWorx Kepware Server
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Predict and prevent downtime

Predictive maintenance can transform your customer relationships by allowing you to minimize both service costs and downtime.

Deliver Predictive Maintenance
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Analyze performance issues remotely

Remote machine diagnostics exposes root-cause issues, preparing your service technicians to solve customer problems in a single visit.

Get service insights
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Optimize parts inventory

Optimize your parts inventory to prevent waste, while ensuring you always have the right parts in the right place at the right time to resolve customer issues.

Streamline your inventory
Reduce WIP Manufacturing Inventory